Download or read book The Customer Driven Culture A Microsoft Story written by Travis Lowdermilk and published by O'Reilly Media. This book was released on 2020-02-24 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers

Download or read book Customer Driven Transformation written by Joe Heapy and published by Kogan Page Publishers. This book was released on 2018-07-03 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.

Download or read book The Customer Driven Playbook written by Travis Lowdermilk and published by "O'Reilly Media, Inc.". This book was released on 2017-06-20 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love. To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights Conduct experiments to create a continual cadence of learning Derive patterns and meaning from the feedback you’ve collected from customers Improve your confidence when making strategic business and product decisions Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks Improve customer satisfaction by creating a consistent feedback loop

Download or read book Customer driven Manufacturing written by Johan C. Wortmann and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 456 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer-driven manufacturing is the key concept for the factory of the future. The markets for consumer goods are nowadays marked by an increase in variety, while at the same time showing steadily decreasing product life-cycles. In addition, tailoring the product to the customer's needs is becoming increasingly important in quality improvement. These trends are resulting in production in small batches, driven by customer orders. Customer-driven Manufacturing adopts a design-oriented approach, splitting the realisation of customer-driven manufacturing into three main steps. Firstly, you must understand the primary process of your business. The second step is to analyse and re-design the management and control of the organisation. Finally, the organisation's information system must be analysed and redesigned.

Download or read book Customer Driven Operations Management Aligning Business Processes and Quality Tools to Create Operational Effectiveness in Your Company written by Christopher K. Ahoy and published by McGraw Hill Professional. This book was released on 2009-02-15 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base by operating adequately. In order to enjoy a competitive advantage, an organization must operate at exemplary levels of performance in every facet of business and maintain that degree of excellence indefinitely. This is achieved through careful alignment of operational systems and the use of innovative process management initiatives. “Unless an organization is uniquely qualified to deal with its customers by understanding its own strengths and weakness,” writes internationally renowned operational management expert Christopher K. Ahoy, “it will be unable to understand what is required to move from the current paradigm of doing business.” In Customer-Driven Operations Management, Ahoy distills the most current business theories and practices that will help you weed out and eliminate operational inefficiencies and put in place the necessary metrics for providing products and services better, cheaper, and faster than ever. Ahoy walks you through the steps of creating a world-class organization, which include Mapping your company's processes to target weak points Realigning management systems from functional to process-focused Setting benchmarks throughout the process to help quantify levels of success Establish a system of knowledge management for the seamless alignment of teams and departments Improving process management using Lean, Six Sigma, and other methodologies Create a sound strategic planning initiative to eliminate future surprises With diagrams and figures to highlight salient points, Customer-Driven Operations Management clarifies and simplifies the otherwise daunting task of enacting major changes in your company's operations systems.

Download or read book Market Driven Management written by Frederick E. Webster and published by John Wiley & Sons. This book was released on 2002-09-25 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: This updated edition of "Market-Driven Management" analyzes the evolution of the marketing concept in theory and in management practice. It makes a statement of the marketing concept as the process of defining, developing, and delivering customer value in the business environment.

Download or read book Delighting Customers written by P. Donovan and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Our two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, share a number of things in common. Both are striving to become world class in markets where technology is moving fast and market change is moving even faster. Both are responding urgently to the challenge of meeting the current requirements - and anticipating the future needs - of customers at the international, national and local level. We both recognize that customer and employee satisfaction now rank with market share as measures for business success. We accept that there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving excellence, both as business partners and as employers. There is already strong co-operation between the growing number of professionals in this field as they work together and exchange experiences for benchmarking and best practice studies. In this spirit of collaboration, we have encouraged Peter Donovan and Timothy Samler to share some of our early experiences with our customer-driven programmes and to stimulate further debate. Their book provides a wealth of guidance for any organization that has set its sights on delighting its customers and becoming customer-driven. The ten step approach to delighting customers breaks new ground and offers a blueprint for others to follow. It exemplifies the practical approach that is taken throughout the book.

Download or read book Customer driven Services Management written by S. Balachandran and published by . This book was released on 1999 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Driven Project Management written by Bruce T. Barkley and published by McGraw Hill Professional. This book was released on 2001-07-03 with total page 660 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation.

Download or read book The Customer Driven Organization written by Lance B. Coleman Sr. and published by CRC Press. This book was released on 2017-07-27 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one‘s own home front.Exploring the Kano Model, The Customer-Driven Organization: Emplo

Download or read book Chief Customer Officer 2 0 written by Jeanne Bliss and published by John Wiley & Sons. This book was released on 2015-06-15 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

Download or read book The Customer driven Company written by Richard C. Whiteley and published by Addison-Wesley Longman. This book was released on 1991-07-21 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is now the buzz word on every executive's lips. This book, based on the Forum Corporation's in-depth research, provides any manager with a proven, step-by-step program for investigating, promoting, measuring, and rewarding the product and service excellence that leads to true customer loyalty. With both leadership techniques and problem-solving tools, this is the most practical book ever written on giving the customer what the customer wants.

Download or read book Strategic Marketing written by Frank Bradley and published by John Wiley & Sons. This book was released on 2003-06-02 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides a short and concise look at the field. * Presents information that will have an international appeal.

Download or read book The Customer Driven Company written by Richard C. Whiteley and published by Random House Business Books. This book was released on 1991 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

Download or read book The Customer Centricity Playbook written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2018-10-30 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.

Download or read book The Opt Out Effect written by Gerald E. Smith and published by FT Press. This book was released on 2015-12-18 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: &>will control your brand relationship, there’s only way to win: help them do it. The Opt-Out Effect shows you how. Marketing thought leader Gerald Smith brings together new research data, powerful strategies, and indispensable tools for implementing customer-centric brand management that supports today’s customers and earns their loyalty. You’ll master new digital brand management best practices hands-on, via realistic exercises and well-tested worksheets and templates you can use in your own environment. Nicholson and Smith ground their recommendations in evidence, unveiling important new research from Pitney Bowes and Kitewheel that illuminates the viewpoints of nearly 1,000 marketers and 1,000 consumers across several leading industries. Learn how to: Quantify what opt-out is costing your business in dollars and cents Control opt-out by empowering customers with opt-up, opt-down, and opt-in user preferences Reframe brand strategy as customer-centric, building on radically new assumptions, languages, and beliefs about marketing Use customer analytics to listen to, sense, and engage customers “in the moment” Apply customer-centric concepts such as Opt-Out Monetization, Customer-Driven Brand Loyalty, Customer-Driven Lifetime Value, and Customer-Driven Brand Equity Profitably empower customers to control their messaging, media, channels, offerings, and more Integrate your key customer relationship measures in a complete e-driven customer managed marketing framework that helps you clarify your goals, priorities, and performance